Client Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in United States .

This role is an opportunity to become a trusted point of contact for clients using mission-critical software designed to support organizations making a positive social impact. You will respond to client questions across phone, chat, and email while providing thoughtful, timely, and solution-oriented support. The position combines technical problem-solving, relationship management, and cross-functional collaboration in a remote-first environment. You will build deep expertise across the organization’s software products and help clients get the most value from their technology. You’ll work closely with colleagues and leadership to resolve issues, improve processes, and ensure seamless client experiences. The role also offers opportunities to contribute to training, client projects, and broader initiatives that strengthen the support function. It is well suited to someone who enjoys helping people, solving problems, and growing their career within a collaborative software organization.

Accountabilities:

• Professionally and thoroughly address client questions and software-related issues through phone, chat, and email, prioritizing cases approaching or exceeding Service Learning Agreement (SLA) requirements.
• Resolve day-to-day client challenges by investigating issues, identifying solutions, collaborating with internal teams, and escalating software problems when appropriate.
• Develop and maintain a high level of expertise across the organization’s software products, features, and functionality.
• Ensure smooth and effective handoffs between support team members and other internal teams involved in resolving client needs.
• Maintain clear, proactive, and solution-focused communication throughout client interactions, from initial problem identification through resolution.
• Collaborate with colleagues to strategize, troubleshoot, and deliver the best possible client experience.
• Facilitate effective communication across support teams, leadership, and other internal stakeholders.
• Deliver internal and external training on selected software products and their functionality when required.
• Contribute to continuous process improvement initiatives within the Client Support function and across related teams.
• Collaborate with the broader support specialist team to maintain consistent service coverage throughout available support hours.
• Assist with client-related projects and contribute to other responsibilities as assigned.

Requirements:

• Demonstrated ability to communicate professionally, clearly, and effectively with a wide range of audiences, including clients and internal stakeholders at all organizational levels.
• Strong customer service and problem-solving skills, with the ability to understand client needs and translate technical or software-related issues into practical solutions.
• Comfortable managing multiple support requests, prioritizing urgent or SLA-sensitive issues, and maintaining a high level of attention to detail.
• Strong collaboration skills and the ability to work effectively with colleagues across different teams and functions.
• Ability and willingness to develop deep product knowledge and become highly proficient across multiple software solutions.
• Strong written and verbal communication skills, combined with professionalism, empathy, and a solution-oriented mindset.
• Adaptable and comfortable working in a remote-first software environment where priorities, tools, and client needs may evolve.
• Interest in continuous learning, professional development, process improvement, and building a long-term career within a technology organization.

Benefits:

• Remote-first work environment with flexibility to work from Canada.
• Competitive salary and comprehensive benefits package.
• Tuition and lifestyle reimbursement programs.
• Mindfulness, fitness, and well-being initiatives.
• Flexible PTO designed to support personal well-being and professional success.
• Opportunities for professional and personal development through structured growth and cross-functional collaboration.
• Exposure to diverse teams, projects, industries, and areas of expertise within a larger organization.
• Opportunities for internal mobility, including advancement into new roles, leadership positions, or other departments.
• Autonomy and responsibility, with the freedom to approach work creatively and independently.
• Employee recognition programs that celebrate strong performance and meaningful contributions.
• Opportunity to contribute to software solutions that support nonprofits, community organizations, foundations, and other social-impact organizations.
• Inclusive workplace committed to equal opportunity and supporting accessibility throughout the recruitment and employment process.